JOB SUMMARY:
The Technical Customer Support position will serve as the first point of contact for end users with technical issues. They will be responsible for logging the request, collecting detailed information about the issue, and resolving and / or escalating the issue if necessary. Will respond to help desk calls using basic trouble shooting techniques to provide timely problem diagnosis and resolution. Log all help desk calls taken into database detailing problem and applied fixes. Installation maintenance and support of computer hardware including CPUs, monitor, printers, NICs, modems, drivers, etc. Installation, maintenance and support of both standard and specialized application software. Duties include lifting and transferring PCs, monitors and printers.
ESSENTIAL FUNCTIONS:
End-User Support Level 1 & 2 (40%)
Provide direct support to end-users through multiple channels, including a ticketing system, phone calls, email, and in-person assistance. Serve as the initial contact for employees experiencing IT issues. Diagnose and resolve a wide range of technical problems, such as login failures, software errors, printing issues, and system crashes. Provide clear instructions for users of varying technical skills and utilize remote support tools to assist users in different locations. Complex or unresolved issues are escalated appropriately to senior support staff.
Hardware, Device & Software Support (15%)
Prepare, maintain and support hardware and software to ensure seamless operation for end-users. Including imaging, deploying, configuring, installing, updating and troubleshooting hardware and software such as desktops, laptops, mobile devices, printers, and accessories and applications such as Office365, Creative Cloud and other productivity applications. Issues are escalated to senior staff when needed.
Account & Access Management (15%)
Create and modify user accounts in systems such as Active Directory and Microsoft 365 portals. Manage user permissions, group memberships, and security roles, ensuring appropriate access based on job responsibilities. Support for login issues, password resets, and multi-factor authentication is provided routinely. Collaborate with HR and team leads to ensure account access aligns with onboarding and offboarding events, while maintaining logs and compliance with internal access control policies.
Network & Connectivity Support (10%)
Diagnose and resolve office and remote network problems, including wired and wireless connectivity issues. Assist users with VPN access and connections to onsite and offsite/home networks. Manage audio visual and network needs in meeting rooms, such as projectors, conferencing equipment, and cables. Coordinating with senior staff is required to implement fixes involving switches, routers, or firewalls when necessary.
Documentation & Reporting (5%)
Document troubleshooting steps, resolutions, and recurring issues in the service desk system to support knowledge sharing and identify patterns of systemic problems. Contribute to internal knowledge bases and create quick-reference guides.
Security & Compliance Tasks (5%)
Review systems and reporting as assigned to assist in ensuring all endpoints remain secure and compliant with organizational IT policies. Respond to alerts or suspicious activity, such as phishing attempts or unusual login behavior, escalating incidents when necessary.
Collaboration & Escalation (5%)
Collaborate with other IT teams, including systems administrators, and cybersecurity staff. When an issue exceeds the specialist's scope or expertise, it is escalated appropriately. The specialist participates in departmental meetings, contributes feedback for improving IT operations, and provides hands-on support for projects such as office relocations, system upgrades, or technology rollouts.
Self-Learning & Technology Exploration (5%)
To remain effective and adaptable, engage in continuous learning and skill development. This includes self-directed study of emerging technologies, industry trends, and new tools relevant to IT support, system administration, and cybersecurity. The specialist may enroll in online courses, participate in vendor webinars, or pursue certifications in areas such as networking, cloud platforms, mobile device management, or support automation. New knowledge is actively applied to improve daily workflows, enhance troubleshooting efficiency, and contribute ideas for process improvements or innovation within the IT team. Familiarity with both Windows and macOS ecosystems is continuously expanded to reflect the evolving needs of the organization.
Although this job description aims to capture the majority of the position duties, other duties may be assigned based on business and departmental needs.
REQUIRED JOB QUALIFICATIONS:
High school diploma or equivalent
1 year of experience in a Level 1 IT support role
Must have hands-on experience providing end-user support in a professional environment, including desktop support, remote troubleshooting, and ticket resolution across Windows and macOS platforms
Proficiency in supporting Windows operating systems
Demonstrated ability to configure, troubleshoot, and support users in a Windows environment, including file systems, user settings, software installation, and system maintenance
Strong knowledge of Microsoft 365 ecosystem
Experience with Outlook, Teams, SharePoint, and OneDrive, including account setup, troubleshooting, and user training. Ability to support Microsoft 365 administration tasks like license assignment and group membership
Familiarity with Active Directory and identity/access management
Experience with account creation, group management, password resets, and permission-based access control via Active Directory or Azure AD
Working knowledge of basic networking concepts and connectivity troubleshooting
Understanding of IP addressing, DNS, DHCP, Wi-Fi, VPNs, and network troubleshooting tools. Ability to support users with network-related issues on-site and remotely
Understanding of IT security fundamentals
Basic knowledge of antivirus management, endpoint protection, encryption tools (e.g., BitLocker, FileVault), phishing awareness, and secure password/MFA practices
Desktop Support Certifications or equivalent job experience
CompTIA A+
PREFERRED JOB QUALIFICATIONS:
Advanced Certifications
Microsoft Certified: Modern Desktop Administrator Associate
CompTIA Network+
Associate degree in Information Technology, Computer Science, or related field
WORKING CONDITIONS:
This position works in an office setting.
Typical working hours are 8:30 am - 5 pm, Monday through Friday, with a one-hour lunch break.
Generally, a climate-controlled environment with occasional exposure to outdoor weather conditions when attending aviation related events, including exposure to higher altitudes and confined spaces if in a general aviation aircraft.
This position requires some travel, up to 5% of the time, to various general aviation or industry-related events. Travel is by aircraft (general aviation and commercial) and by road or public transit.
PHYSICAL DEMANDS:
The physical demands of this position are typical of a standard office environment. While performing the duties of this job, the employee will regularly be required to:
Sit for extended periods while working at a computer or attending meetings.
Communicate effectively via email, phone, and in-person, which requires clear speech, hearing, and vision.
Occasionally lift or move items weighing up to 30 pounds, such as boxes of materials or equipment.
Occasionally stand, walk, and reach with hands and arms during the course of normal office activities.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions.
ADDITIONAL INFORMATION:
This position is located at AOPA's Frederick, MD, office.
The hourly rate for this position is: $29.00 - $34.00, depending on education and experience.
BENEFIT INFORMATION:
Flight Training (earn your Private Pilot License for free) & Annual Flight Proficiency Program (so you can keep flying and remain proficient)
Medical, Dental, and Vision insurance is available for employees and their dependents the 1st of the month following their start date
Flexible Spending Plans
Health Savings Plan with employer contribution (for eligible participants)
401(k) Retirement Plan with a company match, and annual discretionary supplemental employer contribution
Company paid Short and Long-term Disability Insurance
Company paid Life Insurance and AD&D insurance with the option to buy up
Paid Time Off (PTO): 17 days accrued during first year (accruals increase based on tenure)
Paid Holidays: 12 holidays
Personal days: 3 (prorated based on hire date)
Volunteer day: 1 (prorated based on hire date)
Work From Home Fridays
Paid Parental Leave
AOPA Membership
Employee Assistance Program
Wellness Program (earn medical insurance premium discounts)
Gym Reimbursement Program
Supplemental insurance options (critical illness, accident, hospital indemnity)
Tuition Reimbursement Program
Discount on AOPA swag
Business casual dress code
Free coffee, tea, hot cocoa